How to cite this paper
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic.International Journal of Data and Network Science, 6(2), 497-508.
Refrences
Ajzen, I., & Fishbein, M. (1975). A Bayesian analysis of attribution processes. Psychological Bulletin, 82(2), 261-277.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web qual-ity. Information & management, 39(6), 467-476.
Aladwani, A.M. (2006). An empirical test of the link between website quality and forward enterprise integration with web consumers. Business Process Management Journal, 12( 2), 178-190. https://doi.org/10.1108/14637150610657521
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306. https://doi.org/10.1108/IJBM-10-2014-0139
Amir, M., & Chaudhry, N. I. (2019). Linking environmental strategy to firm performance: A sequential mediation model via environmental management accounting and top management commitment. Pakistan Journal of Commerce and So-cial Sciences (PJCSS), 13(4), 849-867.
Ayo, C. k., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users' behavior: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347–367. https://doi.org/10.1108/IJBM-12-2014-0175
Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23(2), 153–175. https://doi.org/10.1108/02652320510584395
Black, S. E., & Lynch, L. M. (2001). How to compete: the impact of workplace practices and information technology on productivity. Review of Economics and Statistics, 83(3), 434-445. DOI:10.1162/00346530152480081
Blut, M. (2016). E-service quality: development of a hierarchical model. Journal of Retailing, 92(4), 500-517.
Brady, M. K., Robertson, C. J., & Cronin, J. J. (2001). Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food custom-ers. Journal of International Management, 7(2), 129-149.
Casaló, L. V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in e-banking services. International Journal of Bank Marketing, 26(6), 399–417. https://doi.org/10.1108/02652320810902433
Conroy, D. E., Poczwardowski, A., & Henschen, K. P. (2001). Evaluative criteria and consequences associated with failure and success for elite athletes and performing artists. Journal of applied sport psychology, 13(3), 300-322.
Endri, E., Aipama, W., Razak, A., Sari, L., & Septiano, R. (2021). Stock price volatility during the COVID-19 pandemic: The GARCH model. Investment Management and Financial Innovations, 18(4), 12-20. doi:10.21511/imfi.18(4).2021.02
Endri, E., Marlina, A., & Hurriyaturrohman (2020). Impact of internal and external factors on the net interest margin of banks in Indonesia. Banks and Bank Systems, 15(4), 99-107. doi:10.21511/bbs.15(4).2020.09
Foroughi, B., Iranmanesh, M., & Hyun, S.S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015-1033. https://doi.org/10.1108/JEIM-10-2018-0237
Ganguli, S., & Roy, S.K. (2010). Service quality dimensions of hybrid services. Managing Service Quality: An Interna-tional Journal, 20(5), 404-424. https://doi.org/10.1108/09604521011073713
Ganguly, B., Dash, S. B., Cyr, D., & Head, M. (2010). The effects of website design on purchase intention in online shop-ping: the mediating role of trust and the moderating role of culture. International Journal of Electronic Business, 8(4-5), 302-330.
Gera, R. (2011). Modeling the service antecedents of favorable and unfavorable behavior intentions in life insurance ser-vices in India: An SEM study. International Journal of Quality and Service Sciences, 3(2), 225-242. https://doi.org/10.1108/17566691111146113
Gerrard, P., & Cunningham, J.B. (2003). The diffusion of Internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16-28. https://doi.org/10.1108/02652320310457776
Gounaris, S. & Dimitriadis, S. (2003). Assessing service quality on the Web: evidence from business‐to‐consumer portals. Journal of Services Marketing, 17(5), 529-548. https://doi.org/10.1108/08876040310486302
Ho, C.B., & Lin, W. (2010). Measuring the service quality of internet banking: scale development and validation. Europe-an Business Review, 22(1), 5-24. https://doi.org/10.1108/09555341011008981
Hussien, M. I., & Abd El Aziz, R. (2013). Investigating e-banking service quality in one of Egypt’s banks: a stakeholder analysis. The TQM Journal, 25(5), 557-576. https://doi.org/10.1108/TQM-11-2012-0086
Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of marketing management, 20(1-2), 185-207.
Jun, M., & Cai, S. (2001). The key determinants of Internet banking service quality: a content analysis. International Journal of Bank Marketing, 19(7), 276-291. https://doi.org/10.1108/02652320110409825
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
Le Brun, A. M., McCarthy, I. G., Schaye, J., & Ponman, T. J. (2014). Towards a realistic population of simulated galaxy groups and clusters. Monthly Notices of the Royal Astronomical Society, 441(2), 1270-1290.
Li, Y. M., & Yeh, Y. S. (2010). Increasing trust in mobile commerce through design aesthetics. Computers in Human Be-havior, 26(4), 673-684.
Liang, C. C., & Pei-Ching, W. (2015). Internet-banking customer analysis based on perceptions of service quality in Tai-wan. Total Quality Management & Business Excellence, 26(5-6), 550-568.
Loiacono, E. T. (2000). WebQual™: A Web site quality instrument. The University of Georgia.
Loonam, M., & O’Loughlin, D. (2008). Exploring e-service quality: A study of Irish online banking. Marketing Intelligence and Planning, 26(7), 759–780. https://doi.org/10.1108/02634500810916708
Mansur, S., Yuliawati, E., Saragih, N., Daniel, R., Susilo, A., & Endri, E. (2022). Public perception on the quality of one-stop public service mall. Journal of Management Information and Decision Sciences, 25(S1), 1- 10.
Najib, M., Ermawati, W. J., Fahma, F., Endri, E., & Suhartanto, D. (2021). FinTech in the Small Food Business and Its Re-lation with Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 88.
Nurhayati, I., Endri, E., Aminda, R.S., & Muniroh, L. (2021). Impact of COVID-19 on Performance Evaluation Large Market Capitalization Stocks and Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 56. https://doi.org/10.3390/joitmc7010056
Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
Pahala, Y., Widodo, S., Kadarwati., Azhari, M., Muliyati., Lestari, N.I., Madjid, S.A., Sidjabat, S., Limakrisna, N., & En-dri, E. (2021). The effects of service operation engineering and green marketing on consumer buying interest. Uncer-tain Supply Chain Management, 9(3), 603–608. https://doi: 10.5267/j.uscm.2021.5.011
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic ser-vice quality. Journal of service research, 7(3), 213-233.
Ricardianto, P., Wibowo, H., Agusinta, L., Abdurachman, E., Suryobuwono, A., Fachrial, P., Setiawan, A., Rafi, S., Maemunah, S & Endri, E. (2022). Determinants of airport train operational performance. International Journal of Da-ta and Network Science, 6(1), 91-98. doi: 10.5267/j.ijdns.2021.9.019
Riek, M., Bohme, R., & Moore, T. (2015). Measuring the influence of perceived cybercrime risk on online service avoid-ance. IEEE Transactions on Dependable and Secure Computing, 13(2), 261-273.
Roy, H. E., & L, Handley, L. J. (2012). Networking: a community approach to invaders and their parasites. Functional Ecology, 26(6), 1238-1248.
Saccani, N., Visintin, F., & Rapaccini, M. (2014). Investigating the linkages between service types and supplier relation-ships in serviced environments. International Journal of Production Economics, 149, 226-238.
Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. International Jour-nal of Bank Marketing, 17(7), 324-334. https://doi.org/10.1108/02652329910305689
Seetharaman, P. (2020). Business models shifts: Impact of COVID-19. International Journal of Information Management, 54, 102173. https://doi.org/10.1016/j.ijinfomgt.2020.102173
Shankar, A., & Datta, B. (2018). Factors Affecting Mobile Payment Adoption Intention: An Indian Perspective. Global Business Review, 19(35), 725-895. https://doi.org/10.1177/0972150918757870
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Shankar, A., & Kumari, P. (2016). Factors affecting mobile banking adoption behavior in India. Journal of Internet Bank-ing and Commerce, 21(1), 1-24.
Sivapalan, A., & Jebarajakirthy, C. (2017). An application of retailing service quality practices influencing customer loy-alty toward retailers. Marketing Intelligence & Planning, 35(7), 842–857. DOI:10.1108/MIP-09-2016-0178
Saluy, A.B., Abidin, Z., Djamil, M., Kemalasari, N., Hutabarat, L., Pramudena, S.M., & Endri, E. (2021). Employee productivity evaluation with human capital management strategy: The case of covid-19 in Indonesia. Academy of En-trepreneurship Journal, 27(5), 1-9.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e‐service quality on online customer satisfaction and loy-alty. Nankai Business Review International, 1(3), 273-283. https://doi.org/10.1108/20408741011069205
Ul Haq, I., & Awan, T.M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan - XIMB Journal of Management, 17 (1/2), 39-55. https://doi.org/10.1108/XJM-07-2020-0039
Vahdat, A., Alizadeh, A., Quach, S., & Hamelin, N. (2021). Would you like to shop via mobile app technology? The tech-nology acceptance model, social factors, and purchase intention. Australasian Marketing Journal, 29(2), 187-197.
van Riel, A.C.R., Liljander, V., & Jurriëns, P. (2001). Exploring consumer evaluations of e‐services: a portal site. Interna-tional Journal of Service Industry Management, 12(4), 359-377. https://doi.org/10.1108/09564230110405280
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An em-pirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20(6), 579-586.
Tamaruddin., Firdaus, A., & Endri, E. (2020). Customer Satisfaction Mediates the Effect of Self Service Technology on Customer Loyalty in Islamic Bank E-Banking Services in Indonesia. ILTIZAM Journal of Shariah Economics Re-search, 4(2), 1-15. DOI: : https://doi.org/10.30631/iltizam.v4i2.596
Tan, J., Xi, N., & Wang, Y. (2003). Integrated task planning and control for mobile manipulators. The International Jour-nal of Robotics Research, 22(5), 337-354.
Thaichon, P., Lobo, A., Prentice, C., & Quach, T. N. (2014). The development of service quality dimensions for internet service providers: retaining customers of different usage patterns. Journal of Retailing and Consumer Services, 21(6), 1047-1058.
Wang, D. H. M., Chen, P. H., Yu, T. H. K., & Hsiao, C. Y. (2015). The effects of corporate social responsibility on brand equity and firm performance. Journal of business research, 68(11), 2232-2236.
Widiyanto, P., Jaya Sakti, R.F., Setiawan, E.B., Manfaluthy, M., Suryaningsih, L., Ricardianto, P., Kamar, K., & Endri, E. (2021). The Relationship between Service Quality, Timeliness of Arrival, Departure Flip Ship Logistics and People and Customer Satisfaction: A Case in Indonesia. Academy of Entrepreneurship Journal, 27(6), 1-10.
Wolfinbarger, M., & Gilly, M. C. (2003). email: dimensionalizing, measuring, and predicting retail quality. Journal of re-tailing, 79(3), 183-198.
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analy-sis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326. https://doi.org/10.1108/09564230410540953
Yang, K. C. (2005). Exploring factors affecting the adoption of mobile commerce in Singapore. Telematics and informat-ics, 22(3), 257-277.
Yang, J., Kolari, J. W., & Min, I. (2003). Stock market integration and financial crises: the case of Asia. Applied Financial Economics, 13(7), 477-486.
Yaqin, A., & Ilfitriah, A. M. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking Di Surabaya. Journal of Business and Banking, 4(2), 245. https://doi.org/10.14414/jbb.v4i2.375
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web qual-ity. Information & management, 39(6), 467-476.
Aladwani, A.M. (2006). An empirical test of the link between website quality and forward enterprise integration with web consumers. Business Process Management Journal, 12( 2), 178-190. https://doi.org/10.1108/14637150610657521
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306. https://doi.org/10.1108/IJBM-10-2014-0139
Amir, M., & Chaudhry, N. I. (2019). Linking environmental strategy to firm performance: A sequential mediation model via environmental management accounting and top management commitment. Pakistan Journal of Commerce and So-cial Sciences (PJCSS), 13(4), 849-867.
Ayo, C. k., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users' behavior: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347–367. https://doi.org/10.1108/IJBM-12-2014-0175
Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23(2), 153–175. https://doi.org/10.1108/02652320510584395
Black, S. E., & Lynch, L. M. (2001). How to compete: the impact of workplace practices and information technology on productivity. Review of Economics and Statistics, 83(3), 434-445. DOI:10.1162/00346530152480081
Blut, M. (2016). E-service quality: development of a hierarchical model. Journal of Retailing, 92(4), 500-517.
Brady, M. K., Robertson, C. J., & Cronin, J. J. (2001). Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food custom-ers. Journal of International Management, 7(2), 129-149.
Casaló, L. V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in e-banking services. International Journal of Bank Marketing, 26(6), 399–417. https://doi.org/10.1108/02652320810902433
Conroy, D. E., Poczwardowski, A., & Henschen, K. P. (2001). Evaluative criteria and consequences associated with failure and success for elite athletes and performing artists. Journal of applied sport psychology, 13(3), 300-322.
Endri, E., Aipama, W., Razak, A., Sari, L., & Septiano, R. (2021). Stock price volatility during the COVID-19 pandemic: The GARCH model. Investment Management and Financial Innovations, 18(4), 12-20. doi:10.21511/imfi.18(4).2021.02
Endri, E., Marlina, A., & Hurriyaturrohman (2020). Impact of internal and external factors on the net interest margin of banks in Indonesia. Banks and Bank Systems, 15(4), 99-107. doi:10.21511/bbs.15(4).2020.09
Foroughi, B., Iranmanesh, M., & Hyun, S.S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015-1033. https://doi.org/10.1108/JEIM-10-2018-0237
Ganguli, S., & Roy, S.K. (2010). Service quality dimensions of hybrid services. Managing Service Quality: An Interna-tional Journal, 20(5), 404-424. https://doi.org/10.1108/09604521011073713
Ganguly, B., Dash, S. B., Cyr, D., & Head, M. (2010). The effects of website design on purchase intention in online shop-ping: the mediating role of trust and the moderating role of culture. International Journal of Electronic Business, 8(4-5), 302-330.
Gera, R. (2011). Modeling the service antecedents of favorable and unfavorable behavior intentions in life insurance ser-vices in India: An SEM study. International Journal of Quality and Service Sciences, 3(2), 225-242. https://doi.org/10.1108/17566691111146113
Gerrard, P., & Cunningham, J.B. (2003). The diffusion of Internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16-28. https://doi.org/10.1108/02652320310457776
Gounaris, S. & Dimitriadis, S. (2003). Assessing service quality on the Web: evidence from business‐to‐consumer portals. Journal of Services Marketing, 17(5), 529-548. https://doi.org/10.1108/08876040310486302
Ho, C.B., & Lin, W. (2010). Measuring the service quality of internet banking: scale development and validation. Europe-an Business Review, 22(1), 5-24. https://doi.org/10.1108/09555341011008981
Hussien, M. I., & Abd El Aziz, R. (2013). Investigating e-banking service quality in one of Egypt’s banks: a stakeholder analysis. The TQM Journal, 25(5), 557-576. https://doi.org/10.1108/TQM-11-2012-0086
Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of marketing management, 20(1-2), 185-207.
Jun, M., & Cai, S. (2001). The key determinants of Internet banking service quality: a content analysis. International Journal of Bank Marketing, 19(7), 276-291. https://doi.org/10.1108/02652320110409825
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
Le Brun, A. M., McCarthy, I. G., Schaye, J., & Ponman, T. J. (2014). Towards a realistic population of simulated galaxy groups and clusters. Monthly Notices of the Royal Astronomical Society, 441(2), 1270-1290.
Li, Y. M., & Yeh, Y. S. (2010). Increasing trust in mobile commerce through design aesthetics. Computers in Human Be-havior, 26(4), 673-684.
Liang, C. C., & Pei-Ching, W. (2015). Internet-banking customer analysis based on perceptions of service quality in Tai-wan. Total Quality Management & Business Excellence, 26(5-6), 550-568.
Loiacono, E. T. (2000). WebQual™: A Web site quality instrument. The University of Georgia.
Loonam, M., & O’Loughlin, D. (2008). Exploring e-service quality: A study of Irish online banking. Marketing Intelligence and Planning, 26(7), 759–780. https://doi.org/10.1108/02634500810916708
Mansur, S., Yuliawati, E., Saragih, N., Daniel, R., Susilo, A., & Endri, E. (2022). Public perception on the quality of one-stop public service mall. Journal of Management Information and Decision Sciences, 25(S1), 1- 10.
Najib, M., Ermawati, W. J., Fahma, F., Endri, E., & Suhartanto, D. (2021). FinTech in the Small Food Business and Its Re-lation with Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 88.
Nurhayati, I., Endri, E., Aminda, R.S., & Muniroh, L. (2021). Impact of COVID-19 on Performance Evaluation Large Market Capitalization Stocks and Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 56. https://doi.org/10.3390/joitmc7010056
Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
Pahala, Y., Widodo, S., Kadarwati., Azhari, M., Muliyati., Lestari, N.I., Madjid, S.A., Sidjabat, S., Limakrisna, N., & En-dri, E. (2021). The effects of service operation engineering and green marketing on consumer buying interest. Uncer-tain Supply Chain Management, 9(3), 603–608. https://doi: 10.5267/j.uscm.2021.5.011
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic ser-vice quality. Journal of service research, 7(3), 213-233.
Ricardianto, P., Wibowo, H., Agusinta, L., Abdurachman, E., Suryobuwono, A., Fachrial, P., Setiawan, A., Rafi, S., Maemunah, S & Endri, E. (2022). Determinants of airport train operational performance. International Journal of Da-ta and Network Science, 6(1), 91-98. doi: 10.5267/j.ijdns.2021.9.019
Riek, M., Bohme, R., & Moore, T. (2015). Measuring the influence of perceived cybercrime risk on online service avoid-ance. IEEE Transactions on Dependable and Secure Computing, 13(2), 261-273.
Roy, H. E., & L, Handley, L. J. (2012). Networking: a community approach to invaders and their parasites. Functional Ecology, 26(6), 1238-1248.
Saccani, N., Visintin, F., & Rapaccini, M. (2014). Investigating the linkages between service types and supplier relation-ships in serviced environments. International Journal of Production Economics, 149, 226-238.
Sathye, M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. International Jour-nal of Bank Marketing, 17(7), 324-334. https://doi.org/10.1108/02652329910305689
Seetharaman, P. (2020). Business models shifts: Impact of COVID-19. International Journal of Information Management, 54, 102173. https://doi.org/10.1016/j.ijinfomgt.2020.102173
Shankar, A., & Datta, B. (2018). Factors Affecting Mobile Payment Adoption Intention: An Indian Perspective. Global Business Review, 19(35), 725-895. https://doi.org/10.1177/0972150918757870
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Shankar, A., & Kumari, P. (2016). Factors affecting mobile banking adoption behavior in India. Journal of Internet Bank-ing and Commerce, 21(1), 1-24.
Sivapalan, A., & Jebarajakirthy, C. (2017). An application of retailing service quality practices influencing customer loy-alty toward retailers. Marketing Intelligence & Planning, 35(7), 842–857. DOI:10.1108/MIP-09-2016-0178
Saluy, A.B., Abidin, Z., Djamil, M., Kemalasari, N., Hutabarat, L., Pramudena, S.M., & Endri, E. (2021). Employee productivity evaluation with human capital management strategy: The case of covid-19 in Indonesia. Academy of En-trepreneurship Journal, 27(5), 1-9.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e‐service quality on online customer satisfaction and loy-alty. Nankai Business Review International, 1(3), 273-283. https://doi.org/10.1108/20408741011069205
Ul Haq, I., & Awan, T.M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan - XIMB Journal of Management, 17 (1/2), 39-55. https://doi.org/10.1108/XJM-07-2020-0039
Vahdat, A., Alizadeh, A., Quach, S., & Hamelin, N. (2021). Would you like to shop via mobile app technology? The tech-nology acceptance model, social factors, and purchase intention. Australasian Marketing Journal, 29(2), 187-197.
van Riel, A.C.R., Liljander, V., & Jurriëns, P. (2001). Exploring consumer evaluations of e‐services: a portal site. Interna-tional Journal of Service Industry Management, 12(4), 359-377. https://doi.org/10.1108/09564230110405280
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An em-pirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20(6), 579-586.
Tamaruddin., Firdaus, A., & Endri, E. (2020). Customer Satisfaction Mediates the Effect of Self Service Technology on Customer Loyalty in Islamic Bank E-Banking Services in Indonesia. ILTIZAM Journal of Shariah Economics Re-search, 4(2), 1-15. DOI: : https://doi.org/10.30631/iltizam.v4i2.596
Tan, J., Xi, N., & Wang, Y. (2003). Integrated task planning and control for mobile manipulators. The International Jour-nal of Robotics Research, 22(5), 337-354.
Thaichon, P., Lobo, A., Prentice, C., & Quach, T. N. (2014). The development of service quality dimensions for internet service providers: retaining customers of different usage patterns. Journal of Retailing and Consumer Services, 21(6), 1047-1058.
Wang, D. H. M., Chen, P. H., Yu, T. H. K., & Hsiao, C. Y. (2015). The effects of corporate social responsibility on brand equity and firm performance. Journal of business research, 68(11), 2232-2236.
Widiyanto, P., Jaya Sakti, R.F., Setiawan, E.B., Manfaluthy, M., Suryaningsih, L., Ricardianto, P., Kamar, K., & Endri, E. (2021). The Relationship between Service Quality, Timeliness of Arrival, Departure Flip Ship Logistics and People and Customer Satisfaction: A Case in Indonesia. Academy of Entrepreneurship Journal, 27(6), 1-10.
Wolfinbarger, M., & Gilly, M. C. (2003). email: dimensionalizing, measuring, and predicting retail quality. Journal of re-tailing, 79(3), 183-198.
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analy-sis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326. https://doi.org/10.1108/09564230410540953
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